Deputy Certification Manager

NQA is looking for a Deputy Certification Manager to support the leadership of our Customer Experience function. Working closely with the Certification Manager, you'll coordinate day-to-day operations, support team development, drive continuous improvement and play a key role in enhancing both customer experience and operational performance. This is a hybrid role, based in Dunstable. NQA provides accredited certification, training and support services to help customers improve processes, performance and products and services.

We have issued over 50,000 certificates to clients in over 90 countries resulting in a yearly revenue of around 100 million Euro. NQA was acquired by Kiwa in 2024, a global leader in the Testing, Inspecting and Certification (TIC) sector, based in the Netherlands.

NQA is looking for a Deputy Certification Manager to support the leadership of our Customer Experience function. Working closely with the Certification Manager, you'll coordinate day-to-day operations, support team development, drive continuous improvement and play a key role in enhancing both customer experience and operational performance. This is a hybrid role, based in Dunstable. NQA provides accredited certification, training and support services to help customers improve processes, performance and products and services.

We have issued over 50,000 certificates to clients in over 90 countries resulting in a yearly revenue of around 100 million Euro. NQA was acquired by Kiwa in 2024, a global leader in the Testing, Inspecting and Certification (TIC) sector, based in the Netherlands.

• Support the leadership, development and day-to-day management of the Customer Experience Team, providing coaching, guidance and performance support.
• Deputise for the Certification Manager when required, helping to ensure continuity, resilience and effective team performance.
• Coordinate workloads and priorities across customer onboarding, quotations, contract reviews, certification support and customer enquiries.
• Monitor service performance, KPIs, work queues and customer feedback, identifying risks, trends and improvement opportunities.
• Manage initial customer and operational escalations, ensuring timely resolution and an excellent customer experience.
• Oversee International Customer Experience activities, maintaining strong relationships with agents, partners and stakeholders.
• Support compliance with competency, quality and accreditation requirements, ensuring activities are completed by appropriately trained and authorised colleagues.
• Represent the Customer Experience function during internal, external and accreditation audits, supporting corrective actions and continuous improvement initiatives.
• Drive improvements to processes, systems and ways of working while collaborating across teams.

• Experience with in customer experience, customer support, certification or another customer-focused or regulated environment.
• Strong organisational skills, with the ability to coordinate workloads, priorities and deadlines effectively.
• Excellent customer service and problem-solving skills, including experience managing complex or escalated issues.
• Experience coaching, supporting or influencing colleagues to improve performance and capability.
• Ability to interpret performance data, identify trends and recommend improvements.
• Strong communication and stakeholder management skills, with the ability to build effective relationships across teams.
• Strong decision-making skills, with the confidence to work indendently and escalate issues where appropriate.

• Knowledge of certification, accreditation or management systems.
• Experience coordinating technical reviews, contract…